PayPal payment went through but order cancelled

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12 years 4 months ago #55626

Hello,

When user made payment through standard paypal payment, the order went through, user successfully made payment and return to the website.
However, the order status is "cancelled", user does not receive any email confirmation as well.

We tried with sandbox and everything was fine, not sure what is wrong here.

Thanks for your help

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12 years 4 months ago #55738

Hi,

Did you get a payment notification email as administrator ? Normally, it should tell you why the order was cancelled.
Could you do a screenshot of the history area of the order ?

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12 years 4 months ago #55973

Hello,

I attached to you the screenshot. The one with status "confirmed" are from the sandbox account. Is there any possibility that it might be because of the merchant account ?

We did received an error on the paypal page after making payment.
"At this time, we are unable to process your request. Please return to xxx and try another option."

Thanks for your help.

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Last edit: 12 years 4 months ago by sylph.

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12 years 4 months ago #55995

Hi,

If you get the error "At this time, we are unable to process your request. Please return to xxx and try another option.", it's normal that the payment is cancelled... The payment didn't went through...PayPal said that they can't transfer the money, so if course the payment was not made, and the order was cancelled.

Normally, with that error you have another message which gives more details on why PayPal cannot process the request, if not you should contact the PayPal support and ask them why you have that error.

Also, make sure that if you use a normal account, you don't use the sandbox URL of PayPal in the plugin's options.

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12 years 4 months ago #56125

Hi Nicolas,

Thanks ,we are getting help from PayPal. Might be the account's issue instead. :)

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10 years 6 months ago #154380

Hi,

I am having the same thing happen, and I think I have figured out why. It is trying to put the order through with the old shop paypal email address, then the customer tries to put the order through again, the payment goes through and show up in PayPal balance (they dont get an order confirmation) but the order shows up as cancelled.

Is this a PayPal problem? Why would it be trying to send payment to the old email address?

Cheers :)

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10 years 6 months ago #154425

Hi,

HikaShop is always sending to PayPal the email that you entered in the PayPal payment method options and it uses the email that is there at the moment the button to finish the checkout/pay the order is clicked on.
If it sends to an old email address, it means that this old email address is set in the PayPal payment method options.

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10 years 5 months ago #159345

Thanks Nicolas,

I needed to completely delete the old email address from the account, not just set the new one as the default. That did the trick for anyone wanting to know :)

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